Helpdesk Manager

Our client, a Facilities Management Provider, is looking for a Helpdesk Manager to work at one of their sites in Stoke-on-Trent. The role is to start as soon as possible and will run until March 2026 on Maternity cover, with the possibility of the role going permanent as a new building is due online at a similar time and so the helpdesk work rate will increase. This is an exciting opportunity to work for a friendly and progressive, flexible Facilities Management organisation who are growing and have lots of secure career and development opportunities. The successful candidate will provide support to the helpdesk team within a student accommodation and will be supporting the Contract Manager with compliance duties. Key role responsibilities:

• Manage a small Helpdesk Team on an FM Contract.
• First-contact helpdesk support as required
• Act as CAFM super user
• Provide and facilitate report development
• Oversee customer satisfaction surveys
• ISO compliance.
• Manage contract invoicing, ensure prompt service fee invoicing, apply penalties accurately, and assist in budget development and debt reporting.
• Monitor compliance,
• Identify cost-saving opportunities
• Cultivate professional relationships with external stakeholders, collaborate with senior management, and facilitate clear communication among all contract stakeholders.
  
  Previous experience on an FM Helpdesk
• Experience of people management
• Report running experience
• Experience working within an engineering environment
• Outgoing and helpful attitude.